If you are a plaintiff’s attorney, especially with a high-volume mass tort practice you understand the importance of tracking every lead with detail and precision timed follow up.
A demanding task list not all solutions can live up to, and in a very competitive practice area you can’t afford to have software slowing your team down. Denny Newberry and the Captorra team have aligned the product with the goals of their law firm clients. Laser focused on innovating only where clients will appreciate the impact.
Advanced Architecture
Let’s begin with Captorra’s interesting technical background. Traditional SaaS platform accounts co-mingle in the same ‘digital space’ which makes for a very cost-effective business model and less provision time per account.
At Captorra they have chosen a different path, one that dedicates a unique database for each law firm. In fact, Captorra itself is a law firm specific tool set built on top of the Microsoft Dynamics CRM system. Then hosts their own infrastructure in a Tier 3 Facility in Atlanta with redundancy in Salt Lake City. The technical benefits of such architecture include; lightning fast load times, no overlap of data with another law firm, rich CRM functionality tailored to suit how plaintiff’s firms operate, all with the look and feel of a Microsoft product.
Now, before you ask why they wouldn’t build their own solution from the ground up. Note, the Microsoft Dynamics CRM was one of the first-generation cloud products built to support the needs of enterprise corporations with thousands of sales or customer support professionals. In my opinion, the decision to build using a pre-existing, road-tested foundation was brilliant. To that end as a client of Captorra law firm partners can trust that they can scale to a national level, increase lead volume and the system won’t miss a beat.
Dashboard
Dashboard options differ for each users’ role in Captorra. For Intake team members, read unread or received SMS Messages, quickly view a list of new leads to follow up with and open lead records that need attention.
The Marketing Dashboard provides in-house teams or marketing agency partners an overview of Intakes by Marketing Source, with granular detail by Billboard, Phone number, Live Chat, Landing Page, Television Commercial or Radio ad.
Intake Screen
The feature set that Captorra has become known all stems from the Intake Screen. Team members can record lead details by source with two levels of metrics. Most details auto-populate thanks to integrations with solutions like Call Rail and Google.
When walking through the intake process with a client, options presented to the user dynamically change as questions are completed. Captorra’s logic based questionnaires feel much more like a natural conversation than a form, extremely helpful when processing hundreds of lead intakes per day.
Automated Lead Engagement
When working a new lead, the team member will set the ‘status’ or result of a call which automatically assigns a series of tasks and begins the lead follow up process. Automated workflow triggers include:
- Completed intake
- No contact
- No longer interested
- Already has an attorney
- Wrong number
- Fake / bad lead data
- Under review
The options above eliminate work related to a few different use cases.
- If the law firm purchases leads, or other pay per contact marketing campaigns the fake / bad lead data is tremendously valuable as those disputes need to be filed with the provider before the end of the billing cycle to get credit.
- No contact – continues automated communication so that no lead is ever left untouched. As well as re-assigning a task for follow up at the next time interval, which could be as early as that same day.
- The ‘Under Review’ status sends all lead details to an attorney via email to reply with instructions on how to respond or handle.
- Each status adds data to overall lead conversion and cost per intake reports. Tracked by marketing source the integration of data, call records, and lead verification information help identify when a campaign is not producing quality leads so the firm can cut their losses quickly.
SMS Messaging
Communication workflows include scheduled outbound calls, emails and SMS / Text messaging. A critical component for any law firm serious about converting leads. When a consumer first reaches out it is imperative that they receive a text message immediately. Also, that any future communications are delivered to them in multiple forms, text, email and by phone. Unlimited message templates give you the ability to build a library of messages for every stage of lead conversion and client appointment setting.
Sign-up Package Creation and Tracking
Paper sign-up packages are still widely used by mass tort and plaintiff’s law firms, for which Captorra has an entire creation and tracking system to handle. Merge client data into documents and create the sign-up packet. Each packet is then added to a queue and monitored for return and completion. A process that eliminates the manual tracking of paper, when paper is necessary. Now, trim case signup times by weeks with a streamlined process for follow up and receipt of hard copy sign up packets.
Text Driven eSignature
For digital signature friendly cases, eSignature Packets are sent to the client via Assure Sign. Both email and text delivery happen instantaneously prompting the client right from their mobile device. Reminders automatically continue until the packet is completed. In both cases, paper and signature packet completion is automatically recorded and triggers an additional workflow for case assignment or other internal task.
Referral Management
For cases that don’t fit the profile or case type of the firm Captorra’s referral tracking system manages both inbound referrals and those sent out. On one easy to manage screen, administrators can view:
- Pending referrals sent to other firms
- Incoming referrals in need of follow up
- Referrals accepted
- Referrals Rejected
- Referral updates
- Settlements
Integrations
You’ll be hard-pressed to find a software platform or service provider that Captorra is not integrated with. Trigger case and contact creation from ‘retained’ status on a new lead. And, thanks to their well-documented API law firms are also able to connect their home-grown software or Salesforce account to Captorra if the need arises. The data points available are endless, read more about Captorra’s extensive and ever-growing integration list at https://www.captorra.com/partners/.
Custom Reporting
The power of Captorra’s reporting is a direct result of the integration with so many service providers and systems. For example, drill down into which radio or tv commercial is producing the most revenue with Call Rail phone number tracking. With views for nearly every role, administrators or intake team managers can quickly identify top performers and employees who may need some additional training.
Android and iOS Applications
On the horizon are two native apps for Android and iOS with functionality that will include reporting, lead follow up tools and integrated calling.
In Summary
It is no coincidence that the string of testimonials on Captorra’s website include some of the largest national firms. When your marketing spend is in excess of six-figures per month, even a half-percent increase in conversion makes a huge impact on annual revenue.
Review your current process, systems and the marketing services you use. If there is a chance you can streamline by using Captorra because of an integration or feature such as the Signup Packet tracking tools invest the time in a meeting to discuss your options. Because what you don’t know… could be used against you.
